Complain about a product or service

Sony Computers

Labinot of Brooklyn, NY February 8, 2010

i purchased a brand new sony viao in dec 2009. two months later as i was working on my lap top a crack appeared on screen just near the camera. the computer was sitting on my desk and there was nothing that could have damaged it around me

Emily of Vancouver, BC January 21, 2010

It's ridiculous! I'm never buying a sony computer in my life again! I bought a dark red, sony vaio, CS110D computer last year December, and was using it happily when in march, the fan suddenly started making really loud irregular noises. Not the kind of noise that comes gradually with dust in the fan. I dismissed it as being something normal and not harmful. June comes, and the fan noise turns into a very shrill, high pitched noise. It sounded like the fan was about to turn on it's head and destroy the inside of my computer. I was traveling at the time so I couldn't send it in to sony repair center for repair, so I waited until September. I sent my computer in on September 7th and expected it back 7-10 business days plus shipping, so in 2-3 weeks. After 1 week, I call in to check the progress of my computer, and I found that the computer hasn't even been booked yet. So I try to resolve that issue.

I ended up calling every day. Yes EVERYDAY to rush the people to work on my computer. The customer support people kept on telling me different things like "The mechanics are telling us that it is a physical damage so you have to pay 500," When all I do is place my computer on my desk and not move it. And so I spent over 50 on my phone bill, calling long distance trying to get a hold of the repair center in Toronto to discuss this issue with the mechanic, when one day, I called back to the support center, just to have them say "I'm sorry, that was a mistake." With various issues going on, people telling me different things, and my fan issue not being fixed, I got annoyed. Apparently the fan was on "back order" and they had "no idea when it was going to arrive." This was week 6 of the whole ordeal. One and a half month have passed and I still haven't gotten my computer back. How can one live for one and a half month with out a computer especially when one is a student and needs the computer to do various projects including programming?

I got fed up, and told the customer support person that this was not acceptable. 7-10 business days, this has been over 1.5 months! I want a new computer. Since you can't fix my current one, you can replace it. After more phone calling, with the people saying "Oh, someone/manager will call you back tomorrow" (Of course no one calls back, What was I expecting) They finally decide to replace my computer. I expected the computer to be in 3-4 days since the factory was very close to my home, but after 2 days, I call in, asking for more information, they told me the order to send out a computer hasn't even been placed yet. I got mad, and tried to rushed them again. I find that whenever you get mad, the people CUT YOU OFF to try to calm you down. When you get cut off, you just want to lash out more.

People kept on telling me things like "mam, we can't see the status of the order. We have different systems." but miraculously, 5 minutes later, when I hung up, and called again, the next person told me they could see the information. Lying much? What was it about "I can't see the information, we have different systems?" What a bunch of lying people! So after another week, I FINALLY got my computer again, and happily I open it, just to find instead of a red computer, I got a black one. I was not pleased. I bought a sony computer solely because it was red. I decided to suck it up and leave it at that since I didn't want the hassle again.

Using my new computer, end of November, comes December, and surprise surprise, my NEW brand new Factory condition computer's fan broke again, with the exact same problem as my previous computer. I called back again early January (as December I was back in my hometown) and tried to resolve this issue again. Again with the support people who don't return calls, and the rude cutting me off during mid-speech. The only option they could give me was to "send the computer in and have it checked out." Needless to say, sony has lost all my trust. I will NEVER send it in again, who knows, it could be 2 months this time. I told them that, to find another option, such as sending me a fan, and I'll find someone to replace my fan, or send in a technician to check out my computer. But I felt like I was talking to a wall, the person could only repeat like a broken machine "I'm sorry, but the only thing we can do now is have you send it in to our repair center to have it diagnosed."

They talked to the manager and couldn't even have a spare fan part sent to me? I mean wouldn't it have been easier to just send me a fan, rather than spending all the money on having a technician work on it and shipping on sending it to and from the factory? Since they aren't willing to compromise, I decided to drop it and just wait for my fan to explode on me. Needless to say, I'm HIGHLY unpleased and will never buy a vaio computer again in my life. If you are looking into getting a VAIO computer, hope that you have don't buy a computer with such a high rate of breakage. Get another brand. Don't ever get sony.

Linda of Cincinnati, OH January 15, 2010

I purchased a Sony Vaio laptop (vgnfw139eh)in August 2008 including a Sony extended service plan covered by Service Net with an expiration date of August 2012. The first claim was covered by the warranty (repair on an external port), but when I made the second claim (replacement of the hard drive cover) in December 2009 I was denied coverage and told by Service Net (Rachel) that the amount remaining on the extended warranty was more than the purchase of the computer and Service Net was going to buy out the remaining money that existed on the extended warranty.

I could not believe that Sony Corporation would allow this to take place and it must be a mistake because the expiration date was not until August 2012. I called Sony Headquarters consumer relations service in Florida and talked with John. He stated that was correct under the terms of contact I signed. The extended warranty coverage was only for the total amount of the cost of the original amount. I was definitely mislead by the Sony Style Store 76 in Cincinnati, Ohio - telling me what an outstanding extended warranty Sony was offering on this Vaio computer. I have lost complete trust in Sony products and will not purchase any Sony products again.

Alison of South Pasadena, CA January 13, 2010

Within 14 months of purchase, the power cap (which, when damaged, makes it impossible to charge the battery) has broken THREE times. I purchased a Sony VAIO on the Internet directly from Sony Style. The model is VGNFW290JVH. Within two weeks of its arrival, it was broken. The A/C power for the unit plugs into a power cap which is located on the left-hand end of the hinge area. The power cap, it turns out, is made of a flimsy plastic material. I took the unit into the local Sony Style store.

They were very kind and swapped out the unit for another. They also sold me on an extended warranty to the tune of 279. Two months later, February 2009, the unit was broken again, in the exact same place, the power cap. I sent the unit in to be repaired by the extended warranty company. In December 2009, the unit would not power up. I called the extended warranty folks. They had me send it back to the same people who repaired it before. It was no surprise to hear that it was the power cap once again. Only this time, Sony extended warranty is denying coverage on the ground that the two repairs are exceeding the cost of the unit.

Alex of Brooklyn, NY January 13, 2010

I purchased my vaio notebook on 1/1/09 received it on 1/11/09 and it was misconfigured with an extra partiotion. I informed Sony of the problem and they currently refuse to address the issue. I spoke with jennifer francois from the flagship store on Madison Ave. and she tried to shake me down by telling me that she could fix it, but I would have to pay her. I explained that I had just recieved the warranty but she didn't care. I also called Sony and spoke with a manager lee id# 616065 He couldn't help.

John of Tuftonboro, NH January 11, 2010

Sent to Sony Corporate offices: I purchased my Vaio, after having a couple of Dells, because I had heard great things about your service and quality. Neither appears to be true. My computer has had two at home repairs, in the past two months, one for a recall, one for repair. Then my computer screen started to go out. I was traveling at the time, and while I knew that my warranty was almost up, I didn't know the exact date. I had a cell phone with me only, and I was in class so my window of opportunity was small. I finally reached someone at 6AM on the 8th, apparently, your records indicate that my purchase date was the 7th. So, I was 6 hours out of warranty when I reached someone. I offered to send copies of dated e-mails that I had sent to my wife at the beginning of the week regarding the screen problem, but that was not the issue apparently. The final answer from a customer service manager was that they would do a one time "accommodation" in that if I sent my computer, at my expense, to San Diego, they would fix it assuming there was no apparent damage.

Frankly, I do not consider this accommodation to be all of that consumer friendly. If I were a month out of warranty, it would be very accommodating, a week out of warranty, okay. But seeing as the issue occurred in warranty, and I finally reached someone 6 hours after your records indicated out of warranty, I do not feel it is accommodating at all for me to send my computer to San Diego at my cost. My wife doesn't either, she was about to replace her Dell, and will now be spending the extra 1000 for a Mac. I agree with her, wish I had done the same. Service is more important to me than initial cost, if the price were the only factor in buying a new laptop, I would buy an Acer for half the price, I am sure it would last me as long as this Sony from what I have seen.

George of Spring, TX January 8, 2010

I have purchased a new laptop computer from their Sony Styles website, but it arrived with a defect. It had a loud buzz sound when the screen saver is on or when you it is running on the battery. I informed Sony and told them that I rather get my money back. They told me that I must get an "E" number from technical support for Sony to pay for the shipping. I was supposed to take the pre-paid shipping form to FedEx, but FedEx could not read the shipping barcode.

I called Sony while at the FedEx facility and spoke to a young woman who could not speak English well, she repeatedly asked me the same questions. She finally said that she do not know how she can help me, I told her that I am heading out of town and I had to have this resolved before I leave. I then told her that I would pay for the shipping cost and have Sony reimburse me the cost. When I tried to get my shipping cost of 20.83 back, Tracy T told me that they would not refund me the shipping cost. I explained to her that they sent an improper pre-paid label and that they did not send the correct label until I had already paid and shipped the item back to Sony. She still refuses to refund my shipping cost.

Sony told me that they would refund the computer cost of 1621.63 as soon as they receive the computer. Well they received the computer on 12/21/09 and I am having a very hard time receiving my refund. This is the worse purchasing experience that I ever had. I have always had respect for Sony products; I think this was a big disappointment all the way around.

HUEY of SANTA CLARA, CA January 7, 2010

I purchased a Sony Vaio all-in-one computer has been repaired 5 times and the computer over heated to 150 degrees ferinheit the computer has been to their repair facility in San Diego California for repair when I received the computer back at my home the computer stop working again. I payed 2000 for the computer. The computer stop working more that 5 times in less than 10 months I purchased the computer 4/24/2009 they refuse to replace the computer I have all the receipts and the computer burned me once I told them I do not wish to sue them but I would like a replacement.

Ozer of Scarsdale, NY December 31, 2009

My Sony Vaio notebook model VGN-CS290 which I bought earlier this year started making a mechanical noise. The headphone jack also stopped functioning. I took the device to the dealer I purchased it from (Sony at the Westchester Mall, White Plains, NY). 2 weeks later the notebook was said to be ready for pickup. The headphone jack was not repaired and the outer cover was severely scratched in multiple locations. I took the notebook home to copy a few files and returned it to the service who agreed that the problems were their fault. A verbal complaint was made to the manager who had an attitude to see. It is now almost 5 weeks that I do not have my notebook and they still cannot tell me exactly when they can deliver. I get a lot of excuses only. This was not my first Sony but I guarantee that it was my last.

JR of Utrecht, Netherlands December 28, 2009

My Sony VIAO VGN (cant remember the exact version as it is still with Sony) started having blank screen issues after about 2 years in service. When starting the unit it will give a beep code (one long beep, 2 short beeps) which as far as I know indicate video failure. The screen stays blanks, but harddrive etc is clearly working.

Sent it to Sony for repair. They carried out a test: pressing the on switch. And concluded that the laptop didn't start. (wow!) However, they can't tell why, because the mainboard doesn't boot. It certainly has nothing to do with the worldwide issue with the NVIDEA 8x00 series, because the 8600 NVidea in this laptop doesn't fall in the 8x00 range. Absolute mystery why this exact 8600 series is mentioned as faulty so often online. But hey, I'm just a stupid idiotic customer.

Those beep codes they can't explain. They don't know what the issue with the mainboard is either. Why we paid 230 euro to have them look at the laptop is another mystery to me. They probably stood there and litterly 'looked' at it, rather than do some research to find out which part of the mainboard is damaged. Anyway, for 800 euro orso they'll replace the mainboard so they can continue their investigation and find out what is wrong with it.

I have experienced the service agents as without any knowledge about laptops and sticking fiercely to their script until you give up. And their script seems to read one thing only: get the customer to pay! I'm considering escalating this by means of one of the national newspapers that gladly looks into these things or the onbudsman. But all in all, with such customer service I'd not even advise my worst enemy to buy a Sony

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